Ngành nghề
Nơi làm việc
Đoàn Thị Kim Cúc
Thông tin nghề nghiệp
10
Trên đại học
Đã có gia đình
Trưởng phòng/ Quản lý cấp trung
Tp Hồ Chí Minh
50 triệu
Luật Tài chính - Ngân hàng
Kinh nghiệm làm việc
Từ 2011 đến 2014: Chuyên viên tại HSBC Vietnam
- Day to day hanlding domestics & international customer problems & issues relevant to HSBC retail banking product include: Credit Card (50%); Personal Loan (30%); Home Loan & Car Loan (10%); Investment & Insurances (10%)
- Handling complaints, difficult case in personal loans, mortgage loans, car loans, credit cards, insurances, Credit Card authorizations,… escalating by junior staffs
- Mentor for new staffs; support team leader for other tasks
- Building knowledge center & usual documents
- Handling complaints, difficult case in personal loans, mortgage loans, car loans, credit cards, insurances, Credit Card authorizations,… escalating by junior staffs
- Mentor for new staffs; support team leader for other tasks
- Building knowledge center & usual documents
Từ 2014 đến 2016: Trưởng nhóm / ban tại Lazada Vietnam
- Successful convert Lazada customer services team from 100% in house to 80% outsourced by finding vendors, dealing contracts, operating model, cost management, process buildings,…; Build up outsourcing team in Lazada from 1st Vendor with 10 staffs to 3 Vendors with nearly 300 staffs
- Vendor performance management, vendor scale up/scale down, building bonus & penalty scheme, KPI setting & reviewing
- Data owner & report owner; budget tracking & report, Human Resources planning & overall KPIs managing
- Process management, SOPs, Help Center, QA & Training
- Vendor performance management, vendor scale up/scale down, building bonus & penalty scheme, KPI setting & reviewing
- Data owner & report owner; budget tracking & report, Human Resources planning & overall KPIs managing
- Process management, SOPs, Help Center, QA & Training
Từ 2016 đến 2017: Trưởng nhóm / ban tại Home Credit Vietnam
- Drive customer insights activities and translation the result into actionable & decision-making reports across all customer operations processes
- Evaluate of internal and external procedures to suggest improvement areas to create better customer experiences by creating better touch points
- Analyze relevant data to determine actionable recommendations. Identify and implement strategies to improve quality of services & customer experiences.
- Report to Head of Customer Experiences
- Evaluate of internal and external procedures to suggest improvement areas to create better customer experiences by creating better touch points
- Analyze relevant data to determine actionable recommendations. Identify and implement strategies to improve quality of services & customer experiences.
- Report to Head of Customer Experiences
Từ 2017 đến 2019: Trưởng phòng/ Quản lý cấp trung tại Amway Vietnam
- Manages the Customer Service Department; Build up and operate call center SOP
- Budget owner; Manage cost per contact, budgeting, forecasting and planning to meet Call Center financial objectives
- Deep dive in daily interactions report to deliver actionable and tangible insights that clearly address clients’ needs, issues, objectives and challenges and deliver solution to improve customer satisfaction
- Manage daily activities and resolve escalation to protect and enhance Amway values, reputation and the business
- Budget owner; Manage cost per contact, budgeting, forecasting and planning to meet Call Center financial objectives
- Deep dive in daily interactions report to deliver actionable and tangible insights that clearly address clients’ needs, issues, objectives and challenges and deliver solution to improve customer satisfaction
- Manage daily activities and resolve escalation to protect and enhance Amway values, reputation and the business
Từ 2019 đến 2020: Trưởng phòng/ Quản lý cấp trung tại FE Credit
- Maintain & Streamline operation policies & procedures to facilitate sales activities & performances
- Support Center Director in Operations Business Plan & Strategy development; Operations setup; resource & capability planning
- Leading operations activities of VNPOST center includes admin, quality assurance, training, sales support, vendor relationship, customer services… to ensure a high quality of operation services is delivered & controlled
- Sales performance report & analysis. Effectively report sales volume across variety of channels & markets, continuously measuring and optimizing channel performance and costs. Control the sales funnel conversion rate, conducting analysis on sales performance and effectiveness
- Support Center Director in Operations Business Plan & Strategy development; Operations setup; resource & capability planning
- Leading operations activities of VNPOST center includes admin, quality assurance, training, sales support, vendor relationship, customer services… to ensure a high quality of operation services is delivered & controlled
- Sales performance report & analysis. Effectively report sales volume across variety of channels & markets, continuously measuring and optimizing channel performance and costs. Control the sales funnel conversion rate, conducting analysis on sales performance and effectiveness
Từ 2020 đến hiện nay: Phó giám đốc tại Rever Proptech
- Customer Journey. Develop programs under customer care journey with detail planning of process and guidelines to ensure excellent execution at Customer Care Center and other touchpoints in a real estate transaction
- Customer Insights/ VOC. Manage Customer Care department to serve customer needs and get customer insights; Work closely with cross function teams to understand customer expectation to deliver exceptional customer care experience across all channels. Analyze data of customer satisfaction level to continuously improve customer care program and customer experience.
- Customer life cycle management. Design process & manage CS team to update and maintain customer relationship, user activation & retention ratio; decrease the customer churn; Generate relevant customer information to contribute in establishing the enterprise customer database..
- Customer Experiences. Explore innovative solutions to improve Customer Experience (CX) during the customer journey & touch points
- Project, Budget & KPI Management includes: NPS; CPC; ROI; Customer Retention; CLV; Operational Efficiency
- Customer Insights/ VOC. Manage Customer Care department to serve customer needs and get customer insights; Work closely with cross function teams to understand customer expectation to deliver exceptional customer care experience across all channels. Analyze data of customer satisfaction level to continuously improve customer care program and customer experience.
- Customer life cycle management. Design process & manage CS team to update and maintain customer relationship, user activation & retention ratio; decrease the customer churn; Generate relevant customer information to contribute in establishing the enterprise customer database..
- Customer Experiences. Explore innovative solutions to improve Customer Experience (CX) during the customer journey & touch points
- Project, Budget & KPI Management includes: NPS; CPC; ROI; Customer Retention; CLV; Operational Efficiency
Kỹ năng
- 10 years experienced in customer services & operations at finance MNCs & e-commerce platforms
- Specialized understanding of consumer financial products, customer insights & behaviour
- Strong people management and leadership skills; Strong experience in implementing aggressive strategies and plans to utilize workforce/processes and customer experiences
- The ability to work under pressure and multi-tasking with Can-do attitude; Can adapt quickly with changes by active thinking & quick learning
- Specialized understanding of consumer financial products, customer insights & behaviour
- Strong people management and leadership skills; Strong experience in implementing aggressive strategies and plans to utilize workforce/processes and customer experiences
- The ability to work under pressure and multi-tasking with Can-do attitude; Can adapt quickly with changes by active thinking & quick learning
Ngoại ngữ
- Tiếng Anh (Cao cấp)
Học vấn bằng cấp
- MBA từ 2012 - 2015 tại Trường Đại học Kinh tế TP.HCM (ngành học: Khác)
- Operations Management – Human Resource – Project Management
- Financial Analysis & Equity Research
- Financial Analysis & Equity Research
- BBF từ 2007 - 2011 tại Trường Đại học Ngoại thương (ngành học: Khác)
- Financial Analysis & Risk management
- Banking
- International Business, Logistics
- Banking
- International Business, Logistics
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